Desktop Support Analyst

Description

We are on the hunt for a Desktop Support Analyst to join our team located in Playa Vista, California. This role is instrumental in providing computer and facilities helpdesk support to all staff and onsite clients. As the first line of support, this role is end-user facing and requires a strong understanding of various IT principles.

Responsibilities

• Serve as the first responder for technical support & facilities service, ensuring requests are resolved, routed, or escalated for prompt resolution.

• Document processes and procedures as needed and contribute regularly to the catalog of self-service documentation.

• Maintain general IT policy and ensure end-users stay trained accordingly.

• Manage end-to-end break/fix issues that involve replacing and repairing equipment.

• Oversee the Helpdesk ticketing system and respond to/assign all tickets within SLAs.

• Assist with new user hardware provisioning and equipment maintenance.

• Participate in employee onboarding, ensuring new employees have a smooth and seamless experience.

• Assist with end-user system/software deployment and maintenance.

• Manage and support office A/V equipment.

• Have the ability to work well with various departments.

• Comfortable lifting heavy equipment (e.g.,battery backups, computer monitors and towers, etc.).

• Strong knowledge of Mac OS and Windows 10/11 operating systems.

• Familiarity with modern IT Service Management platforms (ServiceNow preferred)

• Strong problem-solving and critical thinking skills, ability to prioritize workload, and detailed, methodical approach to troubleshooting and resolving issues based on company demands.

• Team player who is comfortable working independently to maximize team/department performance.

Skills: Mac OS, Okta, Active Directory, TCP/IP

For immediate consideration, direct message, Reid Gormly on LinkedIN

Requirements

Top Skills

• Minimum of 5 years' experience in a Desktop Support Analyst role or similar position.

• Proficiency in Mac OS.

• Experience with Okta for identity and access management.

• Knowledge of Active Directory for managing networked resources.

• Familiarity with TCP/IP networking protocols.

• Excellent problem-solving skills and the ability to troubleshoot complex issues.

• Strong communication skills to effectively assist and guide users.

• Ability to work independently and in a team-oriented environment.

• Commitment to providing excellent customer service.

• Relevant professional certifications would be advantageous.

• Bachelor's degree in Computer Science, Information Technology, or related field is preferred.

• Willingness to stay updated with the latest technological advancements and industry trends.

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